State of AI in the Contact Center Report

Explore insights from nearly 100 surveyed organizations

Artificial Intelligence (AI) captured the public imagination in 2023.

In the contact center, the vision for AI is particularly compelling. Given its unique ability to engage in human-like dialogue, generative AI is primed to transform today’s customer experiences by delivering more informative, helpful conversations across channels.

This “State of AI in the Contact Center” survey captures how organizations are using AI in the contact center today – including their motivations for adopting AI, their current barriers to entry, and their timeline for becoming an AI-enabled CX operation.

Topics include:

• A vision for AI-driven experiences
• The state of AI in the contact center today
• Barriers to AI value realization
• Best practices for building AI-enabled CX